SITXCCS006 Provide service to customers

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SITXCCS006 Provide service to customers :

SITXCCS006 Provide service to customers

Assessment cover sheet

Student Must Fill this SectionUnit Code / TitleSITXCCS006 Provide service to customersQualification Code / Title:SIT40516 Certificate Iv in Commercial CookeryDue Date :   

Student Name:Alosha TiwariStudent ID:  S210227Term:  Year:  2023Privacy Release Clause:“I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”.Authenticity Declaration:“I declare that: The material I have submitted is my own work;I have given references for all sources of information that are not my own, including the words, ideas and images of others”.Student Signature: Alosha Tiwari                                               Date: 15/5/2023

 Assessment Outcome   Assessor Name: Sijan Pandey Attempt and TasksSatisfactory Not Yet SatisfactoryDateAssessor Signature   Initial attempt     Re- attempt/Re-assessment     Task 1  Task 2    Task 3  Task 4   

Assessor Feedback to Students

         

Assessment Outcome:Competent  Not yet CompetentAssessor Name:Sijan PandeyAssessor Signature: 

Information for Student:This assessment is to be completed according to the instructions given below in this document.Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit.If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.  Please refer to the College re-submission and re-sit policy for more information. If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor immediately.This is an Open book assessment which you will do in your own time but complete in the time designated by your assessor. Remember, that it must be your own work and if you use other sources then you must reference these appropriately.This is Individual Assessments. Once you have completed the assessment, please upload the softcopy of the Assessment into TKL Moodle. TKL uses Turnitin – Plagiarism detection software which is embedded with TKL Moodle.   Any Plagiarism will result in a mark of not yet competent.                                                 Re-assessment of Result & Academic Appeal procedures:  If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term.   Re-assessment Process:                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal.                                                                               Academic Manager will delegate another member to review the assessment. The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the  Academic Manager  or if need be an external assessor. The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. If the student is still not satisfied with the result, he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.   The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid.

Academic Appeals: If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol. To appeal a decision, the person is required to complete the TKL- Request for Appeal of a Decision form with all other supporting documents, if any.  This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, TKL College  Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 , Email: info@tkl.edu.au The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Chief Executive Officer will be final. Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy.    

Plagiarism: Plagiarism means to take and use another person’s ideas and or manner of expressing them and to pass them off as your own by failing to give appropriate acknowledgement. This includes material sourced from the internet, RTO staff, other students, and from published and unpublished work. Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used, which includes: Paraphrasing and presenting work or ideas without a referenceCopying work either in whole or in partPresenting designs, codes or images as your own workUsing phrases and passages verbatim without quotation marks or referencing the author or web pageReproducing lecture notes without proper acknowledgement.   Collusion: Collusion means unauthorised collaboration on assessable work (written, oral or practical) with other people. This occurs when a student presents group work as their own or as the work of someone else. Collusion may be with another RTO student or with individuals or student’s external to the RTO. This applies to work assessed by any educational and training body in Australia or overseas. Collusion occurs when you work without the authorisation of the teaching staff to: Work with one or more people to prepare and produce workAllow others to copy your work or share your answer to an assessment taskAllow someone else to write or edit your work (without rto approval)Write or edit work for another studentOffer to complete work or seek payment for completing academic work for other students. Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and academic misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarism and collusion. Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who engage in plagiarism and collusion as outlined in RTO’s policy. Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could lead to disciplinary  

Assessment Requirements

You are required to complete and pass every task in the assessment in order to be deemed competent.

Assessment Schedule

TaskDue DateStudent  SignatureTrainer SignatureComments  Task 1- 4Week  2   

Introduction

Welcome to the Student Assessment Tasks for SITXCCS006 Provide service to customers. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.

Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.

Assessment for this unit

SITXCCS006 Provide service to customers describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints.

For you to be assessed as competent, you must successfully complete four assessment tasks:

You will then resolve the customer issues.

Preparing for assessment

Please read through all of the assessment tasks and related documents carefully before you get started. Ensure that you have everything that you need and seek clarification from your trainer, assessor or workplace supervisor if you have any questions.

Supporting resources: Supporting resources include templates, journals, workbooks and portfolios which can be used to support you in providing evidence of your competence. Your assessor will provide you with these documents before you begin your assessment tasks. For this unit, the supporting resources comprise:

Once you have read through the assessment tasks and are satisfied that you are clear on the requirements and submission dates, complete and sign a Student Assessment Agreement. Your assessor will countersign the agreement and keep it on file. You will find a Student Assessment Agreement in Appendix B of your Hospitality Works Student User Guide or your RTO will provide you with one.

Remember to check your Hospitality Works Student User Guide for information about:

Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:

review the advice to students regarding answering knowledge questions in the Hospitality Works Student User Guide

comply with the due date for assessment which your assessor will provide

adhere with your RTO’s submission guidelines

answer all questions completely and correctly

submit work which is original and, where necessary, properly referenced

submit a completed cover sheet with your work

avoid sharing your answers with other students.

Assessment informationInformation about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on: where this task should be completedthe maximum time allowed for completing this assessment taskwhether or not this task is open-book. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix C of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.

Questions

Answer:

Here are the three key principles of quality customer service:

Answer:

The four types of positive communication that should be used to ensure quality customer service are:

Non-verbal communicationAppropriate for customer serviceBody languageMaintaining an open and relaxed posture, making eye contact, and avoiding fidgeting or slouching can help convey confidence and approachability to customers.Culturally specific communication customs and practicesBeing aware of and respectful towards different cultural communication customs and practices can help businesses provide culturally sensitive customer service and avoid misunderstandings or offense.Dress and accessoriesDressing appropriately for the business and occasion, maintaining a clean and professional appearance, and avoiding excessive or distracting accessories can help convey a professional image and build trust with customers.Gestures and mannerismsUsing gestures and mannerisms that are appropriate and respectful, such as nodding, smiling, and using hand gestures to emphasize points, can help build rapport with customers and convey warmth and understanding.Use of spaceBeing aware of personal space and avoiding invading the customer’s personal space can help customers feel more comfortable and respected.Voice tonality and volumeSpeaking clearly and at an appropriate volume, using a friendly and positive tone, and avoiding speaking too quickly or too loudly can help customers feel more at ease and build trust with the business.

Answer:

Feedback from staff and customers is crucial in enhancing customer service. Here are some ways in which it can be used:

Answer:

here are some examples of professional service standards and protocols for staff in various industries:

Healthcare industry:

Hospitality industry:

Financial industry:

Answer:

Here are three attitudes and attributes that are generally expected when working with customers:

Answer:

Here are three key customer service needs and communication expectations in various industries:

Retail industry:

IT industry:

Hospitality industry:

Answer:

Expected standards for personal presentation and hygiene vary depending on the industry and workplace. However, here are some general expectations:

Answer:

When serving customers who speak languages other than English, there are some specific customer service and communication needs that may arise:

Answer:

The five main types of customers that the Bridge Hotel may engage with are:

Answer:

The Bridge Hotel’s complaint handling policy states that they aim to resolve complaints as quickly as possible and will give customers a timeframe of no more than 2 days to hear the outcome of their complaint. If the complaint cannot be resolved, it will be referred to the Hotel Manager.

It’s difficult to compare this response time to other companies as it varies depending on the industry and the company’s own policies. However, a 2-day timeframe for complaint resolution is generally considered to be a reasonable response time, and the Bridge Hotel’s commitment to resolving complaints quickly and providing contact details for further action if necessary shows a customer-centric approach to complaint handling.

Answer:

The personal presentation and hygiene standards for Bridge Hotel are:

BehaviourImportance for customer serviceAcknowledging and greeting customersHelps to make the customers feel valued and welcome, leading to better satisfaction and loyalty.Complaint and dispute managementHelps to address and resolve customer complaints, ensuring customer satisfaction and retention.Empowerment of different levels of personnel to resolve complaints, disputes,Empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation.Service issues and customer compensationAllows for prompt resolution of customer issues, reducing customer dissatisfaction and improving loyalty.Loyalty programsLoyalty programs Encourages repeat business and helps to build long-term relationships with customers.Presentation standards for customer environment, customer service personnel, and documents and promotional materialsPresentation standards for customer environment, customer service personnel, and documents and promotional materials Contributes to creating a positive and professional impression on customers, leading to higher satisfaction and loyalty.Pricing guaranteesPricing guarantees Ensures transparency and trust with customers, reducing the likelihood of disputes or complaints.Product qualityProduct quality Ensures customer satisfaction and repeat business, as well as positive word-of-mouth marketing.Refunds and cancellation feesRefunds and cancellation fees Fair policies help to build trust with customers, leading to better satisfaction and loyalty.Response timesResponse times Prompt responses to customer inquiries and complaints help to improve satisfaction and loyalty.Service guaranteesService guarantees Ensures customers have a positive experience, leading to better satisfaction and loyalty.Training staff for customer service and complaint handlingTraining staff for customer service and complaint handling Ensures staff are equipped to handle customer inquiries and complaints, leading to better resolution and satisfaction.

Answer:

       Here are two examples:

Japanese culture:

American culture:

Answer:

Some general examples of body language and body gestures for two cultural groups:

Japanese culture:

Italian culture:

Answer:

In Japanese culture, there are different levels of formality in language that are used depending on the situation and relationship between the speaker and listener. For example, “keigo” or polite language is used in formal or respectful situations such as speaking with elders or in business settings.

In American culture, there is less emphasis on formal language and there are not as many distinct levels of formality in language. However, it is still important to use appropriate language depending on the situation and the relationship between the speaker and listener. For example, using more formal language in a business setting or when speaking with someone in a position of authority.

Here are three types of communication equipment that can be used in customer service

Assessment Task 1: Checklist

Student’s name: Alosha TiwariDid the student provide a sufficient and clear answer which met the requirements of the assessor marking guide?Completed successfully?CommentsYesNo Question 1   Question 2   Question 3   Question 4   Question 5 a   Question 5 b   Question 5 c   Question 5 d   Question 5 e   Question 6   Question 7 a   Question 7 b   Question 8   Question 9 a   Question 9 b   Question 9 c   Question 9 d   Question 10 a   Question 10 b   Question 10 c   Question 10 d   Question 10 e   Question 11   Question 12   Assessor Feedback;Assessor name:Sijan PandeyAssessor signature and Date: 

Assessment Task 2: Customer service roleplays

Information for students

You are required to prepare for, and participate in, a roleplay with customers to find out about their needs and provide information about the services available. You are then required to provide the required services to the customer.

Following the roleplays, you will need to liaise with three internal customers in order to resolve customer issues.

You will need access to:

Ensure that you:

Assessment informationInformation about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on: Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.

Activities

Complete the following activities.

Carefully read the following scenario.

 The Bridge Hotel offers high quality accommodation and dining, as well as conference services for businesses that include on site catering, and other events such as weddings.  For the purposes of this assessment, you are employed as a Chef for the company. Your main role is preparing menus and food, but you also assist with answering customer enquiries, liaise with other staff and suppliers and complete a range of general administration duties. Customer enquiries are received by the hotel’s reception and forwarded onto you for action. Today you have been forwarded enquiries from three customers which you need to respond to. Their details are included in the customer information document. You will participate in a role play with each of the three different customers. You will also need to refer each customer’s enquiry to three different staff members.

 Read the case study information provided above, as well as the List of Services provided by Bridge Hotel. Read the Customer Service Policy and Procedures to ensure that you understand the procedures to be followed, including: For each customer, and based on situation, consider what would be the best way of communicating with them, for example, through face to face means, by telephone or in writing.

 The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should give what you consider would be the most appropriate communication method for each customer, indicating why you have chosen this method. Answer: Dear Assessor, I am writing to you regarding the customer enquiries that I received today. I have considered the most appropriate communication method for each of the customers and I would like to share my thoughts with you. For Customer 1, who is inquiring about wedding catering options, I believe the most appropriate communication method would be a phone call. This will allow me to provide a more personal and immediate response to their questions, as well as answer any follow-up questions they may have. For Customer 2, who is inquiring about conference catering options, I believe the most appropriate communication method would be an email. This will allow me to provide a written response that they can refer back to if needed, as well as include any relevant attachments or menus for their consideration. For Customer 3, who is inquiring about general dining options, I believe the most appropriate communication method would be an online chat. This will allow for a quick and easy exchange of information, and also give the customer the opportunity to ask any follow-up questions in real-time. I will also be referring each customer’s enquiry to three different staff members as per the instructions. Thank you for your attention to this matter.   Best regards, Alosha Tiwari

 Assume that all three customers have come to the hotel to meet you so your communication with them will be conducted face to face. Participate in each customer roleplay at the date and time specified by your assessor. You must ensure that you meet personal presentation and hygiene requirements as set out in the Customer Service Policy and Procedures. You will be assessed on this. When exploring catering options with the customers, which is the primary focus of the discussion, you may provide any information in relation to food and beverages that you feel would be appropriate in the situation. You will need to: Note that during the roleplay, at least one customer will express dissatisfaction. You are required to respond proactively to this to avoid a complaint being made.

 Follow up the customer’s requests for information that you were unable to answer. This will be an email to the appropriate staff member as set out in the Customer Service Policy and Procedures and within the designated timelines.

Assessment Task 2: Checklist – Customer 1

Student’s name: Alosha TiwariDid the student:Completed successfully?CommentsYesNo Meet personal presentation and hygiene requirements?   At the start of the meeting, greet the customer in a professional, courteous and concise according to company procedures, including:   For the meeting, dress and present themselves in line with company requirements?   For the meeting, follow hygiene procedures in line with company requirements?   During the meeting, establish rapport with the customer and demonstrate a genuine interest in their needs to promote goodwill and trust?   Demonstrate professional standards?   Identify customer needs and expectations including special needs?   At the meeting, provide information about the available services and assist customers to identify preferred options, including providing information about additional services?   

During the meeting, use effective interpersonal skills including:   Provide prompt customer service to meet the customer’s needs according to organisational requirements?   Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction?   Proactively recognise customer dissatisfaction to avoid a complaint being made?   Assessor feedback:Assessor name:Sijan PandeyAssessor signature and Date: 

Assessment Task 2: Checklist – Customer 2

Student’s name: Alosha TiwariDid the student:Completed successfully?CommentsYesNo Meet personal presentation and hygiene requirements?   At the start of the meeting, greet the customer in a professional, courteous and concise according to company procedures, including:   For the meeting, dress and present themselves in line with company requirements?   For the meeting, follow hygiene procedures in line with company requirements?   During the meeting, establish rapport with the customer and demonstrate a genuine interest in their needs to promote goodwill and trust?   Demonstrate professional standards?   Identify customer needs and expectations including special needs?   At the meeting, provide information about the available services and assist customers to identify preferred options, including providing information about additional services?   

During the meeting, use effective interpersonal skills including:   Provide prompt customer service to meet the customer’s needs according to organisational requirements?   Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction?   Proactively recognise customer dissatisfaction to avoid a complaint being made?   Assessor feedback:Assessor name:Sijan PandeyAssessor signature and Date: 

Assessment Task 2: Checklist – Customer 3

Student’s name: Alosha TiwariDid the student:Completed successfully?CommentsYesNo Meet personal presentation and hygiene requirements?   At the start of the meeting, greet the customer in a professional, courteous and concise according to company procedures, including:   For the meeting, dress and present themselves in line with company requirements?   For the meeting, follow hygiene procedures in line with company requirements?   During the meeting, establish rapport with the customer and demonstrate a genuine interest in their needs to promote goodwill and trust?   Demonstrate professional standards?   Identify customer needs and expectations including special needs?   Meet personal presentation and hygiene requirements?   At the meeting, provide information about the available services and assist customers to identify preferred options, including providing information about additional services?   During the meeting, use effective interpersonal skills including:   Provide prompt customer service to meet the customer’s needs according to organisational requirements?   Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction?   Proactively recognise customer dissatisfaction to avoid a complaint being made?   Assessor feedback:Assessor name:Sijan PandeyAssessor signature and Date: 

Assessment Task 3: Customer complaints resolution project

Information for students

You are required to handle complaints from three customers, responding to the customers according to company policies and procedures.

You will need access to:

Ensure that you:

Assessment informationInformation about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on: Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.

Activities

Complete the following activities.

 This assessment task requires you to handle customer complaints in relation to all three customers who used your services in Assessment Task 2. The roleplay will occur over the phone once for each customer i.e. three times. You will need to thoroughly review the Complaint Handling Policy and Procedures before you commence this task to ensure that you understand, and can apply, procedures that must be followed and understand how to respond to customer complaints. The checklist should be used 3 times, one for each customer. Three checklists are included.

 The customer (your assessor) will call you with each complaint one at a time. You are to act at all times in a professional manner. You will need to:

 As set out in the Complaint Handling Policy and Procedure, all three complaints need to be referred on. Follow the procedures and send an email to the appropriate person.

Assessment Task 3: Checklist – Customer 1

Student’s name: Alosha TiwariDid the student:Completed successfully?CommentsYesNo Respond to customer complaints in a professional manner?   Identify solutions through consultation with each customer?   Resolve complaints according to own level of responsibility and the complaints handling policy and procedures?   Escalate complex service issues to higher level staff for action?   Assessor feedback:Assessor name:Sijan PandeyAssessor signature and Date: SITXCCS006 Provide service to customers

Assessment Task 3: Checklist – Customer 2

Student’s name: Alosha TiwariDid the student:Completed successfully?CommentsYesNo Respond to customer complaints in a professional manner?   Identify solutions through consultation with each customer?   Resolve complaints according to own level of responsibility and the complaints handling policy and procedures?   Escalate complex service issues to higher level staff for action?   Assessor feedback:Assessor name:Sijan PandeyAssessor signature and Date: SITXCCS006 Provide service to customers

Assessment Task 3: Checklist – Customer 3

Student’s name: Alosha TiwariDid the student:Completed successfully?CommentsYesNo Respond to customer complaints in a professional manner?   Identify solutions through consultation with each customer?   Resolve complaints according to own level of responsibility and the complaints handling policy and procedures?   Escalate complex service issues to higher level staff for action?   Assessor feedback:Assessor name:Sijan PandeyAssessor signature and Date: SITXCCS006 Provide service to customers

Assessment Task 4: Customer service report

Information for students

You are required to review the organisation’s Feedback Register and, based on your review, develop a report recommending ways to improve service delivery for the Bridge Hotel.

You will need access to:

Ensure that you:

Assessment informationInformation about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on: Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.SITXCCS006 Provide service to customers

Activities

Complete the following activities.

 Assume that, as the Head Chef, you have been asked to develop a customer services report identifying and recommending ways to improve service delivery specifically for your area. This is to be based on your evaluation of the company’s Feedback Register where all feedback and complaints are recorded. Your report will inform solutions to be implemented. First of all, review the completed Feedback Register. Then develop a report that includes: Use the Customer Service Report Template to guide your work. Your report must be clearly written and address all of the required content as stated above. When you have finished writing your report, proofread it thoroughly.SITXCCS006 Provide service to customers

 The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachment. The email text should summarise the customer complaints and feedback and describe what follow-up is required to ensure that reoccurrence can be avoided in the future. Attach your Customer Service Report to the email.SITXCCS006 Provide service to customers

Answer:

Assessment Task 4: Checklist

Student’s name: Alosha TiwariDid the student:Completed successfully?CommentsYesNo Provide ongoing internal feedback on services, practices, policies and procedures and suggest improvements?   Identify individual and recurring complaints and provide internal feedback to avoid future occurrence?   Assessor feedback:Assessor name:Sijan PandeyAssessor signature and Date: SITXCCS006 Provide service to customers

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